Process for Handling Late Delivery Shipment Resolutions
- Call every customer with a delayed shipment.
- If the customer does not pick up the phone, follow up with an email.
- For top partners, use a custom email. We do not want a Pebble Beach customer to receive bad news through a macro
- For lower volume locations, use the revised delivery macro.
- Only use the description needed macro if it is confirmed to be an LPI (Late Performance Indicator) situation.
- Continue to call and email daily until the delivery is completed. Communication is key
- If a customer emails in extremely upset, attempt to call them first before responding to their email. Calling is considered more professional and provides a "white glove" experience.
- Leave detailed and thorough notes for every interaction.
- Utilize Note Macros when applicable.
- Revise the delivery date when the carrier can confirm the new ETA.
- This helps customers stay informed and assists partners by updating their daily shipment report for incoming deliveries.
- Make using couriers a priority to avoid disruptions in golf plans.
In the event of a service delay that impacts plans, we can offer the following (in order of priority):
Refunded shipment fee
Explore options for a 3rd party courier to expedite the delivery
Shipment Protection Plan for reimbursement of out-of-pocket expenses
Luggage Free = $500 per delayed shipment
All other brands = $200 per delayed shipment